ComplaintsforAlbany Medical Center Hospital

• Initial Complaint

  06/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This company uses a database called My Chart to store all Personally Protected Medical Information. It's also used to check in for appointments. Recently while attempting to check in for an appointment I received a message saying my zip code and date of birth do not match their records. My DOB has not changed...since birth, and my address has been the same for the past several years worth of visits to this office. After finally being able to access my account I notice multiple errors regarding my personal information including a current address I have never been associated with, nor do I know anyone at that location, which is concerning. The My Chart website has virtually no contact information for the business, so I looked up their website which says "Check our full list of My Chart FAQ's or call our MyChart support line at ###-###-####. When you call this phone number you get a message from ******* saying the number is no longer in service. Very easily avoidable BBB complaint, but Albany Med has virtually no customer service at all, and I have no way of simply getting in contact with the business that is showing incorrect information other than filing a BBB complaint which is rather sad and embarrassing.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I recently received a bill from albany medical center with a service date of 7/23/2021 for $25.00 When I contacted the billing department I questioned the dollar amount and inquired as to why I would owe it approximately 2 years after the fact. The individual I spoke with could not provide any specifics other than this is what the insurance company claimed was owed but could not explain why this was now due after almost two years. She agreed that this seemed ridiculous and offered to attempt to resolve it. I asked her to please advise me as to the progress as in the past when I disputed a bill, I would eventually receive a letter from an attorney/debt collector. Unfortunately that is what happened once again. I have been frustrated by albany med billing in the past as they are not able to provide any information as to why the monies are due and I question the validitiy of this bill......especially since it is so old.

• Initial Complaint

  01/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Went to Albany to see a Neurophysiologist for severe depression along with early onset Alzheimers disease on 11/8/22 and paid the $50 copay. They sent me away because they did not have my records that i gave them permission to get over 2 weeks before. They reffered me to another Dr at Albany Medical Center the next day. I went and Paid another $50 copay . The Dr i saw told me i needed to be admitted to the hospital that day and that he would set it all up then sent me down to the ER room. I payed a $50 copay at the front desk there. They stuck me and my wife in Bay 41E . By this time we have been at Albany Med for about 5 hrs . It was disgusting dirty . No running water blood splatter on the walls and ceiling. Our shoes were sticking to the floor it was so dirty. We could not get any help or idea of when I would be seen by anyone. I was evaluated in the Drs office upstairs earlier in the day so there should have been no wait time. We live an hour away from Albany Med. It was getting late and dark and we had not eaten or drank anything all day so we left the with out getting any treatment and then they sent a bill for $653.00. My insurance plan says that the bill needs to be paid regardless.They paid their portion of $366.86 and now they expect me to pay $236.14 for services i did not get.

  Business response

  02/10/2023

  see attached.  Transcribed below: Dear Mr. *****,This correspondence is in response to your account inquiry with the Better Business Bureau regarding services rendered on the above mentioned account. I reviewed your account to validate the error and issue that had occurred on 11/09/2022 date of service.  You have never reached out to our Physicians' Billing group to resolve an issue with your visit.  The medical records were reviewed and a visit did occur.  Your account balance, as of today is $0.00 for the 11/09/2022 visit and all payments and credits on the patients account was applied appropriately, from *** insurance paying $366.86 and an additional $286.14.  On 01/05/2023 a refund was processed to you in the amount if $50.00. I would like to personally apologize for any inconvenience you may have experienced during this issue.  Should you have any questions or need any additional assistance, please feel free to contact customer service at *************Sincerely, Susan B****, BS, CPC Supervisor Albany Med Health Systems 

  Customer response

  02/21/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  It has been resolved. Thank you.  Regards,  ***** ***** 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩